Shipping policy

We aim to offer a seamless and transparent shipping experience for all our customers. Below you will find everything you need to know about our shipping process and other important information to ensure your order arrives safely and on time.

This policy was last updated on March 2026.

1. Processing and Production Time

Every Woodnest piece is handcrafted to order in our workshop in Figueiró dos Vinhos, Portugal. Once your order is placed, we allow 1–3 business days to produce, quality-check, and prepare your shipment.

Orders placed on weekends or public holidays begin processing on the next business day. During peak periods, particularly November and December, production times may extend to up to 5 business days. If there is a meaningful delay on your specific order, we will contact you by email.

2. Shipping Methods and Rates

We offer two shipping options at checkout:

Standard Delivery — our default shipping option, available to European destinations. Free standard shipping is available from a set order threshold that varies by destination.

Express Delivery — a faster shipping option available to destinations worldwide, always available as a paid upgrade regardless of your order value.

Shipping rates for both options are automatically calculated and displayed at checkout based on your destination and order value. No hidden fees — you will always see the exact cost before completing your purchase.

3. Delivery Times

Delivery times vary by destination and shipping method. Estimated transit times are shown at checkout before you complete your purchase.

Please allow an additional 1–3 business days for production before dispatch. During peak periods (November–December), production may take up to 5 business days.

Delays may occur due to customs processing, local postal services, carrier disruptions, or other factors beyond our control. Woodnest cannot be held responsible for delays caused by these external factors.

4. Customs, Duties, and Taxes

Woodnest ships from Portugal, within the European Union. Any customs fees, import duties, or local taxes imposed on your order are the sole responsibility of the recipient and are not included in your order total or our shipping charges.

European Union — No import taxes or fees apply to orders delivered within the EU. Free movement of goods applies.

United Kingdom — Orders are shipped under DAP (Delivered At Place) terms. Import VAT and any applicable customs duties are payable by the recipient upon delivery. For orders under £135, UK VAT is typically charged at the point of sale. For orders above £135, charges are assessed upon import. We recommend checking with HMRC before placing a large order if you are unsure.

Switzerland and Norway — Import tax typically applies. An additional customs clearance fee may be charged by the carrier upon delivery. For Norway, a specific customs clearance surcharge may also apply.

United States — Shipments with a declared customs value under USD 800 are generally exempt from import duties under the de minimis threshold. Shipments above USD 800 may be subject to import duty depending on product classification.

Canada — Import taxes and duties vary by province and order value. Please verify with the Canada Border Services Agency before placing a large order.

Gulf Region — Bahrain, Kuwait, Qatar, Saudi Arabia and United Arab Emirates — Woodnest ships to the GCC region using Express Delivery. Our handcrafted wooden home décor products are classified under HS code 4420 (decorative articles of wood) for customs purposes. The following guidelines apply by destination:

  • United Arab Emirates: 5% VAT applies. Shipments below AED 1,000 (approximately €250) may be exempt from import duties. Duties above this threshold typically range from 0% to 5%.
  • Saudi Arabia: 15% VAT applies. Customs duties of 0% to 5% may apply. Shipments below SAR 1,000 (approximately €250) may qualify for simplified customs clearance.
  • Qatar: No general VAT currently applies to most consumer imports. Customs duties typically range from 0% to 5% for decorative goods.
  • Kuwait: No VAT currently applies. A customs duty of 5% typically applies to most imported goods.
  • Bahrain: 10% VAT applies. Customs duties are generally low for decorative items.

All residents of GCC countries — including expatriates of any nationality — are subject to the same import taxes and customs duties as local nationals. Tax obligations are determined by the country of import, not by the buyer's nationality or passport.

Other international destinations — Please check with your local customs authority before placing an order. Import taxes, customs duties, and any carrier customs clearance fees are the sole responsibility of the recipient.

Important: If an international shipment is returned to us because the recipient refused to pay applicable customs duties, or because the parcel was not collected within the carrier's holding period, the original shipping cost will not be refunded and a return handling fee will be deducted from any applicable refund.

5. Delivery Attempts and Uncollected Parcels

Our primary carrier makes one delivery attempt to the address provided. If no one is available to receive the parcel, it will be held at the nearest collection point or post office, typically for 6 days, after which it is returned to us.

If your parcel is returned to us due to a failed delivery or non-collection, we will contact you. You may request a reshipment, which will be charged at the standard shipping rate for your destination. If you prefer not to reship, a refund will be issued for the product value only, original shipping costs and any return handling fees are non-refundable.

6. Incorrect or Incomplete Delivery Address

Please double-check your delivery address before completing your order. If you notice an error, contact us immediately at support@woodnest.co, we can usually amend the address if the order has not yet been dispatched.

If an incorrect address causes a return or loss, reshipment will be charged at the standard shipping rate. If the parcel is lost due to an address error provided by the customer, we are unable to offer a refund.

7. Shipment Confirmation and Order Tracking

Once your order is dispatched, you will receive a confirmation email with your tracking number. Tracking is usually active within 24 hours. If you have not received a dispatch confirmation within 5 business days, contact us at support@woodnest.co.

8. Damages and Lost Shipments

All Woodnest shipments are insured against loss or damage in transit. The standard insurance included with every shipment covers up to €10 per kg of parcel weight.

If your order arrives damaged: Contact us at support@woodnest.co within 48 hours of delivery with your order number and photographs of the damaged item and all packaging materials. Do not dispose of the packaging before your claim is resolved. We will manage the entire claims process with the carrier on your behalf and arrange a replacement or refund once the claim is settled.

If your order is lost in transit: If tracking shows no movement for an extended period or confirms a loss, please contact us. We will open an investigation with the carrier and, once confirmed, arrange a replacement or full refund.

9. Returns

For information about returns, please refer to our Returns & Refund Policy.

10. Shipping Partners

We ship via trusted carriers including CTT, DHL, UPS, DPD and GLS. The carrier for your order is selected based on your destination. All shipments include real-time tracking.

11. Alternative Dispute Resolution

In the event of a dispute relating to your shipment, we encourage you to contact us directly at support@woodnest.co before initiating any formal process. We aim to resolve all complaints within 5 business days.

If we are unable to resolve the dispute amicably, you may seek assistance through the following channels:

12. Contact

If you have any questions about shipping, your order, or anything covered in this policy, please get in touch:

Email: support@woodnest.co Phone: +351 932 600 637 (national mobile network, Portugal) Address: Oui C'est Moi, Lda (Woodnest), Caminho Senhora do Olival, Nº 15, 3260-427 Figueiró dos Vinhos, Leiria, Portugal

We aim to respond to all enquiries within 1 business day.